E-commerce Logistics Distribution Service Customer Satisfaction Emprical Research

With the business model of B2C online retailing increasingly comm on,this new network sales model need to be adopted and developed as a c omplement to the traditional entity sold.finding out the need of customer and improve customer satisfaction,is the key way for e-commerce enterp rises to gain market competitiveness.Based on the basic theory of passe nger satisfaction and the characteristic of network logistics and distributi on services,combining with the baisic of study of domestic and foreign cu stomer sa satisfaction evaluation modle,this thesis build the B2C e-co mmerce customer satisfaction evaluation index system.In order to inves tigate the satisfaction on logistics service of the customer of The nanning three bears cake shop,a questionnaire is designed according to the eva luation index system builded before.After taking back questionnaire,fir st,we do a descriptive statistics analysis about customer personnal chara cteristic;second,using SPSS software,the questinnaire survey collected pass the test reliability and validity;at last,the value of customer satisfact ion on network logistics and distribution services is summarized,and the main factors that affect customer satisfaction are find out,which will help to put forward some countermeasure to improve the network logistics a nd distribution services quality.